If you’re unhappy with the advice you receive or other aspects of our service, please follow the steps outlined below.
1. Please let your financial adviser know so we can act on it immediately or contact us.
2. If your adviser has not satisfactorily resolved your complaint, please contact Godfrey Pembroke on 1800 242 835. If after speaking to us or your financial adviser, your complaint is not resolved within five (5) business days, please write to:
Complaints Officer
Godfrey Pembroke Group Pty Limited
Locked Bag 4004
Queen Victoria Building NSW 1230
3. If your complaint isn’t resolved within 45 days or to your satisfaction, then you may refer the matter to the Australian Financial Complaints Authority (AFCA):
W: www.afca.org.au
E: info@afca.org.au
P: 1800 931 678 (free call)
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
AFCA provides fair and independent financial services complaint resolution that’s free to consumers.
Time limits may apply to lodge a complaint with AFCA, so you should act promptly. You can check the AFCA website to find out if a time limit applies or when the time limit relevant to your circumstances expires.
Godfrey Pembroke holds professional indemnity insurance that satisfies the requirements of section 912B of the Corporations Act. This insurance also covers the conduct of financial advice specialists who were authorised by us at the time of your complaint but are no longer representatives of Godfrey Pembroke.
